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Content Specialist

Square

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Atlanta, GA, USA

Posted on Friday, June 7, 2024

Company Description

Since we opened our doors in 2009, the world of commerce has evolved immensely, and so has Square. After enabling anyone to take payments and never miss a sale, we saw sellers stymied by disparate, outmoded products and tools that wouldn’t work together.

So we expanded into software and started building integrated, omnichannel solutions – to help sellers sell online, manage inventory, offer buy now, pay later functionality through Afterpay, book appointments, engage loyal buyers, and hire and pay staff. Across it all, we’ve embedded financial services tools at the point of sale, so merchants can access a business loan and manage their cash flow in one place. Afterpay furthers our goal to provide omnichannel tools that unlock meaningful value and growth, enabling sellers to capture the next generation shopper, increase order sizes, and compete at a larger scale.

Today, we are a partner to sellers of all sizes – large, enterprise-scale businesses with complex operations, sellers just starting, as well as merchants who began selling with Square and have grown larger over time. As our sellers grow, so do our solutions. There is a massive opportunity in front of us. We’re building a significant, meaningful, and lasting business, and we are helping sellers worldwide do the same.

Job Description

Square's Content Knowledge Team equips sellers with technical product resources and foundational business knowledge, empowering them to independently navigate how to start, run, and grow the business of their dreams. Our simple, straightforward, and accurate content empowers Sellers with innovative learning experiences to build foundational product, technical, and business knowledge for sustained long-term growth. We answer questions while simultaneously teaching business owners how to maximize their use of Square. Further, you'll work on semantic solutions to complex problems across all of our content channels.

In this role, you'll work with a global team of content writers and partners to create self-service resources at scale for the Square product ecosystem.

Job Function:

Build, publish, monitor, and maintain product support content and resources that distill complex financial and technical concepts into appropriately digestible documentation for the intended audience.
Collaborate with the team to implement a standardized, connected, and scalable content strategy to improve our sellers’ self-serve help experience.
Partner with team and product to maintain clear, accurate, and concise product resources that are error free, up-to-date, and easy to navigate.
Manage multiple projects, dependencies, and timelines at once to deliver on moving deadlines and launch calendars.
Analyze user behavior and other data insights to improve Square's self-service resources, search experience, media library, and other tools like support chatbots.
Demonstrate the impact of the content you create in furthering business objectives or Square's purpose of economic empowerment.

Qualifications

2+ years of experience in customer success, content/technical writing, content design, editorial, or similar related experience in highly collaborative, cross-functional environments.
Excited about the written word and turning complicated product and policy concepts into simple, empathetic, and jargon-free language using Square's tone and voice.
Flexible working with short or moving timelines, changing roadmaps, and ever-evolving tools.
Enthusiastic about editing with an eye for style and grammatical errors.
Strong ability to identify and drive for measurable results.
Passionate about empowering business owners through educational content that both solves problems and helps grow their business.
Technically savvy.
Positive and motivated to go above and beyond to learn new skills.

Even better, you have:

Expert-level knowledge of Square's hardware and software solutions.
Experience creating annotated screenshots, GIFs, and screencast videos.
Familiarity with Looker, SEO optimization, and other tools to measure the effectiveness of content initiatives.

Additional Information

Block takes a market-based approach to pay, and pay may vary depending on your location. U.S. locations are categorized into one of four zones based on a cost of labor index for that geographic area. The successful candidate’s starting pay will be determined based on the candidate's work location and may be modified in the future.

Zone A: USD $33.37 - USD $50.00
Zone B: USD $31.01 - USD $46.49
Zone C: USD $28.37 - USD $42.50
Zone D: USD $25.00 - USD $37.50

To find a location’s zone designation, please refer to this resource. If a location of interest is not listed, please speak with a recruiter for additional information.

Full-time employee benefits include the following:

Healthcare coverage (Medical, Vision and Dental insurance)
Health Savings Account and Flexible Spending Account
Retirement Plans including company match
Employee Stock Purchase Program
Wellness programs, including access to mental health, 1:1 financial planners, and a monthly wellness allowance
Paid parental and caregiving leave
Paid time off (including 12 paid holidays)
Paid sick leave (1 hour per 26 hours worked (max 80 hours per calendar year to the extent legally permissible) for non-exempt employees and covered by our Flexible Time Off policy for exempt employees)
Learning and Development resources
Paid Life insurance, AD&D, and disability benefits

These benefits are further detailed in Block's policies. This role is also eligible to participate in Block's equity plan subject to the terms of the applicable plans and policies, and may be eligible for a sign-on bonus. Sales roles may be eligible to participate in a commission plan subject to the terms of the applicable plans and policies. Pay and benefits are subject to change at any time, consistent with the terms of any applicable compensation or benefit plans.

US and Canada EEOC Statement

We’re working to build a more inclusive economy where our customers have equal access to opportunity, and we strive to live by these same values in building our workplace. Block is a proud equal opportunity employer. We work hard to evaluate all employees and job applicants consistently, without regard to race, color, religion, gender, national origin, age, disability, pregnancy, gender expression or identity, sexual orientation, citizenship, or any other legally protected class.

We believe in being fair, and are committed to an inclusive interview experience, including providing reasonable accommodations to disabled applicants throughout the recruitment process. We encourage applicants to share any needed accommodations with their recruiter, who will treat these requests as confidentially as possible. Want to learn more about what we’re doing to build a workplace that is fair and square? Check out our I+D page.

Additionally, we consider qualified applicants with criminal histories for employment on our team, and always assess candidates on an individualized basis.

Block, Inc. (NYSE: SQ) is a global technology company with a focus on financial services. Made up of Square, Cash App, Spiral, TIDAL, and TBD, we build tools to help more people access the economy. Square helps sellers run and grow their businesses with its integrated ecosystem of commerce solutions, business software, and banking services. With Cash App, anyone can easily send, spend, or invest their money in stocks or Bitcoin. Spiral (formerly Square Crypto) builds and funds free, open-source Bitcoin projects. Artists use TIDAL to help them succeed as entrepreneurs and connect more deeply with fans. TBD is building an open developer platform to make it easier to access Bitcoin and other blockchain technologies without having to go through an institution.

While there is no specific deadline to apply for this role, on average, U.S. open roles are posted for 70 days before being filled by a successful candidate.